Customer Success Manager

Extensivis a visionary technology leader focused on creating the future of omnichannel fulfillment. Through our unrivaled network of more than 1,500 connected 3PLs and a suite of integrated, cloud-native warehouse, order, and inventory management platforms we allow modern merchants and brands to fulfill demand anywhere with superior flexibility and scale without painful platform migrations.

The Customer Experience department atExtensivexists to help our customers realize as much value out of our software as possible.Whether that means strategic account planning, selling additional products or helping to navigate through a support case, we are here to assist our customers in any and every way.

The Role:

Our Customer Success Team is looking for a Customer Success Manager tooversee, service, and grow a book of customer accounts.This person will do this by developing strategic account plans and partnering with both internal teams and customerstakeholdersto closely align withtheobjectivesof our customer'sbusinesses.

The ideal candidate is an experienced Account Manageror Customer Success Managerin thelogisticsand/or ecommerce software industry, withsuperbrelationship building skills.We are looking for someone who can derive insightful feedback from thisbook ofour businesstoeffectively advocate for the growing needs ofExtensiv'scustomers.

This isfastpaced position within a growing company.Working in this environment will be demanding, but highly rewarding. You will have the opportunity to problem solve across departments (giving you a holistic view of how our businessoperates), and you will be challenged to think outside of the box daily.

What You Will Do:

• Renew/expand theagreementsofour customers througheffectiverelationship building and value-add throughout their lifecycle with us
• Uncover expansion opportunities within different geographies/business units,additionalsales seats, and new products
• Clearly define and review the success criteria with your customer to ensurethey'reperforming as expected on a regular basis
• Leverage CRM to meticulously track sales and customer touchpoints
• Identifycustomers at risk and provide the support necessary with our Customer Success team toensure our customers adopt and leverageExtensiv'splatforms effectively.
• Work closely with theCustomer Successteam to ensure all onboarding and success criteria are being met

• Develop account plans to plan out strategy alongside marketing and customer success to expand accounts

You Are/Have:

• 5+ years of Account Management/Customer Success experience for a B2B Saas company. Warehousingand/ or B2BlogisticsSaasexperience is a plus
• Customer-centric mindset with a genuine passion for helping customers succeed.
• The ability to collaborate across multiple disciplines with a high sense of urgency and execution to deliver products and services to your customers
• Obsessive problem-solving skills with close attention to detail, relentless urgency and follow through
• Ownership of your responsibilities, even in ambiguous situations
• Excellent interpersonal skills
• Effective communicator across all mediums (phone, presentation, email,etc)
• Love of process and operations, but can also easily learn and adapt
• Empathetic with a knack for understanding what a customer needs and why they need it
• Strong situation management skills and follow through
• Willingness to travel as needed for in person customer meetings or events

About Us:

We look for team players/authentic people that strive for excellence and aren't afraid to be themselves while they do it - because that's what special teams are made of. If you're ready to make an impact, take on responsibility, and be a part of our team, then apply to join our team. Our promise is to enable and equip you for long-term success, all while being surrounded by good people looking to do amazing work.

We value and understand our employees' needs for a healthy work life balance. In doing so we offer:

• Generous and flexible paid time off plan
• Summer Friday's and Meeting-free Wednesday afternoons
• Paid parental leave policy
• Employee resource groups
• Medical plans from your choice of providers including Kaiser and Cigna
• Employee equity program

To create the highest-performing team of professionals,Extensivfocuses on recruiting a dynamic, diverse, and inclusive team that represents our customers and greater communities. To increase diversity,Extensiv's recruiting and hiring efforts focus on attracting individuals that are diverse in thought, experience, age, race, ethnicity, gender identity, sexual orientation, religion or belief, nationality, disability, veteran status, and any other protected status.

Teams atExtensivare expected to empower, engage, and hold their peers accountable for nurturing an inclusive environment where every individual has an equal opportunity to advance and be fairly compensated for their work.

Extensivdoes not accept unsolicited resumes from recruitment agencies or search firms and is not responsible for any fees related to unsolicited resumes.

Extensiv strives to provide competitive market-informed compensation based on a candidate's knowledge, skills, and experience. The salary range for this position is $64,000 to $82,000 before commissions. Exact compensation may vary based on skills, experience, and location.